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December 15, 2021

This release adds the option to query Dynamics / Salesforce records based on last N digits, reporting improvements and more!

Supervisor experience​

  • Supervisors can now navigate to an agent's edit blade by clicking the agent name or profile picture within the Supervisor Dashboard > Attributes page.

Reporting enhacements​

  • Added agent name lookup table for historical reporting.
  • Improved realtime feed refresh speed.

Dynamics / Salesforce integration​

  • When performing a Dynamics 365 or Salesforce screen pop you can now specify to find the records that match the last N digits of the caller's phone number. This is done by adding the parameter &matchlastNdigits=Y to the Buzzeasy URL, where Y is the number of digits. Example: https://crmagent.buzzeasy.com?channelId=XX&matchlastNdigits=Y

Other improvements​

  • Fixed a rare crosstalk issue.
  • Fixed an issue where the Failed Callback KPI would not increase if agent dropped the call before calling the customer.
  • Enabled duplicate detection for callbacks. Customers with a request in New or Queued state will no longer be offered the callback offer until the current request is fulfilled.